Heat Delivery Policy



Our recommended delivery method for all consumers is white glove delivery and installation. The appliances are very heavy and are best handled by professional delivery people. If however, you choose our other options, please read the details below carefully – we recommend you only consider these options if you have access to professional equipment and have experience in managing pallets.




Self-Isolating Customers:

We have introduced a company policy for any deliveries to a household where someone is self-isolating and will be including the warning below to all of our customers:


“IMPORTANT DELIVERY INFORMATION: Coronavirus – The Government is currently advising people to self-isolate if they have been in contact with someone with the virus or who have recently returned from certain countries even if they have no symptoms, which means staying at home and not having contact with other people. In the event that you are expecting a delivery / installation and this applies to you, it is very important that you notify us immediately so that we can manage your order accordingly.”


If someone does contact us to confirm they are in this position, we will not be able to deliver to them and will place the order on hold until their isolation period is complete. You will be advised accordingly in these instances.


This is to protect our technicians and prevent anyone in the company contracting the virus which in turn helps prevent any disruption in service levels overall.


Staff prevention measures:


We are issuing our technicians gloves and viral masks as preventative measures and all of our staff have been issued with the World Health Organisation’s prevention measures such as:


  • frequent washing and disinfection of hands.
  • maintain social distancing (1 metre).
  • Avoid touching eyes, nose and mouth.
  • Practice respiratory hygiene/cough etiquette.


Our management staff have been briefed to acutely monitor the health of their teams and to notify us if they have any concerns so the company can make any necessary decisions.


Delivery by pallet – this means that the machine will be delivered to the kerbside at your address and will be full packaged in its robust pallet packaging.


You will need to not only be able to unpack the appliance but also move it safely to your planned location. We recommend extreme care is taken and cannot accept responsibility for damage to the machine or to people attempting to move the machine. Please also note that pallet deliveries will be any time Monday to Friday.


Collection – this involves collection from our distribution centre in Beeston, Nottingham. Collections can be made between 09:00 and 16:00 Monday to Friday (excl Bank Holidays). The appliance will be delivered to your vehicle by forklift truck in its pallet packaging. In order to collect, you will require a vehicle that is able to carry a pallet securely and the means to unload at your destination and move to your planned location. Please click here to read the Chesneys Collection Policy document.

, Delivery Options and FAQs

White Glove Delivery 

delivered and put in place at your delivery address, all packaging taken away too.

All orders are processed by our fulfilment partners. You will receive a courtesy call from the fulfilment team, usually within 24-48 hours, who will conduct a brief access questionnaire and confirm the delivery address. At this point the delivery is considered ‘active’. You will be provided with a personal point of contact with whom you can liaise with regards your delivery. The delivery will then be scheduled with their logistics department and you will receive a call back to advise the delivery date which will usually be within the next 7-10 days. On the day of delivery you will receive a call approximately 1 hour before your delivery. Please note that a specific date and time of delivery is not part of our standard service and if you are not able to accept the delivery date provided, your next available delivery date could be 1 to 3 weeks later.

Please note: If you are not available to receive your delivery as agreed and booked with the fulfilment partners you may be charged for redelivery costs.

If you ask for a specific date or time for delivery, please be advised that there will be an additional delivery charge that we will need to collect from you before your delivery can be confirmed.


Are there ever any additional delivery charges?
On rare occasions it is sometimes necessary to charge additional fees for specialist delivery. Some rural locations, or properties in hard to reach areas, where our standard delivery vehicle cannot pass, it may be necessary to arrange a dedicated small vehicle to conduct the delivery.

If these charges are applicable you will receive a call beforehand to discuss. Typical additional specialist delivery charges are approximately £180. This is in addition to the included delivery charge, in some cases a site survey maybe required this is charged at £96.


If you miss the delivery date you have agreed with Swiftcare, you will be recharged the re-delivery. The re-delivery fee will have to be collected by Chesneys before a re-delivery date can be agreed with Swiftcare.


Do you need to conduct a physical site survey?
Physical site surveys are very rare and are not usually necessary. Our professional fulfilment partners are experts in delivering these products and the experienced office team will conduct a site access assessment when they call you after receiving your order. Should a physical site survey be required a charge of £96 is applicable and may result in extra charges to deliver the unit safely and in accordance with health and safety laws.


Are offshore UK deliveries possible?
UK offshore territories such as the Channel Islands, Isle of Mann, Isle of Wight and Scottish Islands can be serviced by special arrangement.

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